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Customer Success Hub Basic Overview

About the Customer Success Hub

The Customer Success Hub connects you with the experts you need at Qualtrics, from the support team and your account representatives, to other members of your success team, like Technical Account Managers and Enterprise Support.

The Customer Success Hub can vary in appearance based on what type of account you have and what services you have access to. But whether you’re using a licensed or free account, the Customer Success Hub is the single entry point for support, services, and helpful resources at Qualtrics.

Key Terms

Before we dive into how to use the Customer Success Hub, let’s take the time to define some of the key concepts you’ll see on these pages.

Customer Success Hub: Where you log in to contact support and view other services and resources available to your account.

Licensed User: Most Qualtrics users are using licensed accounts. This means you or your organization has purchased a Qualtrics license, giving you access to more advanced features or services.

Free User: A user on a free account. These users tend to have access to fewer features and services. However, they still have access to the Customer Success Hub itself and can use it to reach out to the support team.

Success Package: Service bundles that include continuous support and expertise to help your teams execute successfully, build capabilities, and advance your Qualtrics programs.

Get technical support: A page on the Customer Success Hub where you can seek help from the support team. This includes questions about the product, troubleshooting, and technical issues.

Grow my skills: A page on the Customer Success Hub where you can browse resources to learn more about building your Experience Management program. Resources include training materials, XM Institute, certifications, and more.

Use my services: A page on the Customer Success Hub where you can access and use your Success Package services. For example, you can connect with your Technical Account Manager or start a Success Check to help ensure the success of your program.

Manage my services: A page on the Customer Success Hub where you can see what’s included in your Success Package, or upgrade your Success Package.

Brand Administrator: Qualtrics users who are in charge of moderating their license. Administrators can change the features users have access to, create and delete accounts, manage brand content, and more.

Account Executive: Your sales representative at Qualtrics. If you are an administrator, you should contact this person or the XM Success Manager for questions regarding pricing and purchasing access to features.

XM Success Manager: A representative at Qualtrics who can help you with a variety of non-technical issues, such as preview releases of products that may appeal to you or any questions you may have about the capabilities of your license.

Technical Account Manager: A highly experienced technology consultant and customer advocate who provides platform training, technical consultation on specific programs, and project/program health assessments to key stakeholders. Not all customers have access to a Technical Account Manager. Often abbreviated as “TAM.”

Enterprise Support: An elevated support option with rapid and proactive product support from our senior product specialists. Not all customers have access to Enterprise Support.

Success Team: The collective team of Qualtrics representatives available to you. For example, your XM Success Manager, your Technical Account Manager, and so on.

Success Check: A comprehensive technical audit for a project of your choice, performed by a Technical Account Manager or by Enterprise Support, depending on who supports your license. There are a few kinds of success check.

XM Expert Coaching: A service that provides you with ongoing expertise to drive program impact by way of monthly office hours and discrete workshops facilitated by an expert practitioner.

Logging into the Customer Success Hub

The Contact Support link in the upper-right of the Support Site takes you to your Customer Success Hub. You can also access your Customer Success Hub from the in-product help window, by going directly to https://support-portal.qualtrics.com/, or by using the app-switcher in the upper-right of your Qualtrics account.

Log into your Customer Success Hub using the same account information and method that you use to log into your Qualtrics account. This is a required step that ensures your account’s privacy and security by verifying your identity.

If you usually log into Qualtrics the standard way, enter your Qualtrics username (or email) and password into the fields above. Your Customer Success Hub login credentials will always match your Qualtrics account credentials.
Qtip: If you’ve recently signed into your Qualtrics account on the same device and browser, you will not have to re-enter your credentials when going to the Customer Success Hub. Simply click the brand ID shown on the page to enter your portal.

Be sure to verify that the username or email shown on the login page is the account you are trying to access. If you’d like to access another account, you can select Sign out of all accounts and you will be prompted to enter your credentials.
If your organization uses the same branded webpage to log into many different services, you probably have single sign-on. Click the Sign in with SSO link to log into the Customer Success Hub. You will then be asked for your organization ID, and proceed to log in as normal. For more guidance on finding your organization or brand ID, see Logging into Your Customer Success Hub with SSO.
If you do not have an account yet or if you are having login issues, click Can’t login or don’t have an account? You will proceed to the next question in your Customer Success Hub.
Qtip: For additional assistance with logging in, see Troubleshooting Issues in the Customer Success Hub.
If you are a FedRAMP user, click I’m a FedRAMP user at the bottom of the Customer Success Hub to log in.
Qtip: Alternatively, you can click Contact Support from your in-product help window, then confirm your account.

Attention: Logging into the Customer Success Hub is required to confirm your identity and to maintain your account security and privacy. If you do not log in, Qualtrics Support will only be able to help with login and account creation questions.

Logging out of the Customer Success Hub

Click the profile icon in the upper-right corner.
Select Logout.
Select Sign out of all accounts.

The next time you go to the Customer Success Hub, you will be prompted to log in again.

Qtip: You will also be logged out of all other connected Qualtrics services, such as XM Community and Basecamp.

Navigating the Customer Success Hub

When you first enter the Customer Success Hub, you’ll be presented with a few different options. Here, we’ll cover the basics of navigating the portal.

My Information displays the following account information:
- Username
- Organization ID
- User Type
- Datacenter
- Contact information for your Brand Administrator
- Click See more details to visit the full My Information page
How can we help you? Pick the route that best matches your request.
- Get technical support: This option connects you to our support team for troubleshooting, technical issues, and product questions.
- Grow my skills: Learn more about building your Experience Management program. Resources include training courses, expert advice, best practices, and more.
- Use my services: Access your Success Package services. For example, you can connect with your Technical Account Manager or start a Success Check.
- Manage my services: A page on the Customer Success Hub where you can see what’s included in your Success Package, or upgrade your Success Package.
Other resources: Search all support resources, including the support site and the XM Community. Check out helpful resources, such as product ideation, product release notes, security documents, the status page, and custom code discussions in the community.

Qtip: The options you see may vary based on what’s included in your license.

Menu and Profile Icon

At the top of each page in the portal, you’ll be able to navigate using the menu or the profile dropdown.

Customer Success Hub: Takes you to the homepage of the hub.
My Skills: Learn more about building your Experience Management program. Resources include training courses, expert advice, best practices, and more.
My Services: When you click this option, you’ll see the folowing:
- Use my services: Access your Success Package services. For example, you can connect with your Technical Account Manager or start a Success Check.
- Manage my services: A page on the Customer Success Hub where you can see what’s included in your Success Package, or upgrade your Success Package.
My Tickets: View all of your tickets and escalations filed with our support team.
Contact Support: This option connects you to our support team for troubleshooting, technical issues, and product questions.

Click the profile icon to see the following options:

Profile: Click to visit the Profile page.
Logout: Log out of the Customer Success Hub.

Profile

View information about your Qualtrics account on the Profile page. Use the navigation along the left to go to different parts of the page. The information shown here includes:

Account Information

Qualtric Account Details: Here, you’ll see information about your Qualtrics user account.
- Name
- Email address
- Username
- Organization ID
- User Type
- Datacenter
  Qtip: To change your name, email, username, or user type, reach out to your Brand Administrator. If you are a Brand Administrator, see Managing Existing Users for how to change user information.
Account Team: Here, you’ll see contact information for key members of your Qualtrics team.
- Standard users will see their Brand Administrator.
  Qtip: Brand Administrators can set this information in their Organization Settings.
- Brand Administrators will see their XM Success Manager and their Account Executive. If your organization does not have a dedicated XM Success Manager, you will be given access to an intake form to submit requests relevant to your license.
  Attention: If you are a FedRAMP user, your Brand Administrator’s contact information will not be shown in your Customer Success Hub for security reasons. Visit Getting Help & Contacting Support for instructions on locating your Brand Administrator’s contact information.
Account Deletion: Here, you’ll see information about deleting your account which is specific to your account type. See the Deleting Users Accounts page for more on what happens when an account is deleted.

Connected Accounts

XM Community Account: Here, you’ll see information about your XM Community account, such as your username, rank, when you created your account, and the total number of topics you’ve participated in.
XM Basecamp Certifications: Here, you’ll see information about any XM Basecamp Certifications you have in progress or completed. You’ll be able to view dates they were completed and click the link to view your certificate.
Attention: If you are a FedRAMP user, your XM Community and XM Basecamp will not appear on your profile, but you can still access both as you normally would.

Billing Details

Attention: The Billing Details page is currently only available to a limited group of organizations and cannot be enabled upon request.

On the Billing Details page, you can set the main contacts in your organization that should receive important billing information and invoices for your Qualtrics license. Any changes you make here will be immediately applied to the next upcoming contract renewal for your organization.

Qtip: This page only appears in your profile if you’re a Brand Administrator or listed as the primary or billing contact. The contact email must match the email address associated with the user’s account in order for the Billing Details page to appear. If you’re not a Brand Administrator and you’re removed as both primary and billing contact, you will lose access to the page.

Open your profile.
Select Billing Details.
Click Edit under one of the following contacts:
- Primary Contact: The business owner of your organization’s Qualtrics contract. This person will receive renewal notifications, quotes, and contract changes.
- Billing Contact: Where you’d like your invoices sent. This can be the same person as your primary contact.
  Qtip: For example, if you have an automated inbox where you send all invoices for accounts payable, you can add it as the billing contact. You will still need to fill out an approximate first and last name, such as “Account Payable” or “Invoice Inbox.”
Click Save when you’re finished.

Qtip: First name, last name, and email address are required before you can save changes.
In the bottom-right of each contact, you’ll see when each contact was last updated. If there’s no information here, billing details have not been updated since the last renewal.
At the bottom of the page, you’ll see Privacy & Security Documentation. Here you’ll find links to resources that can be helpful to your renewal, such as the Qualtrics Terms of Service, Privacy Policy, and more.

Qtip: 150 days before your contract is scheduled to renew, you’ll see a message in the Customer Success Hub reminding you to make sure your billing contact information is correct. This contact info only needs to be confirmed once per renewal cycle. If the information is correct, select Confirm Contact. If these contacts have changed for your organization, you can make edits.

Get Technical Support

Technical support is where you go for troubleshooting, technical issues, and specific XM platform questions. Here, you can get into contact with the Qualtrics Support Team.

For more on this page, see Getting Technical Support.

Use My Services

The “Use my services” page is available to those who have purchased a Success Package. Here, you can access your Success Package services. For example, you can connect with your Technical Account Manager or start a Success Check.

For more on this page, see Use My Services.

Grow My Skills

On the “Grow my skills” page, you can access resources that’ll help you learn more about building your Experience Management program. Resources may vary based on your account type, but here are some examples of what you can find:

Onboarding checklists: curated sets of videos, articles, subject matter expertise, and more for key moments in your journey with the XM Platform. Click a checklist to get started marking your progress.

Highlights of our available certifications.

Links to help you stay up-to-date with Qualtrics events, product information, and news.

And finally, answers to some of our most frequently asked questions.

Manage My Services

On the “Manage my services” page, you can see what’s included in your Success Package, or upgrade your Success Package.

For more information, see Managing Your Services.

Viewing Your Support History

After logging in to your Customer Success Hub, you can view your past support history, including all the tickets you filed with our support team, and all of the escalations our support team filed with engineering on your behalf. Brand Administrators can also view ticket histories for the entire brand.

For more information, see Viewing Your Support History.

Free and Trial Experience

The Customer Success Hub is also available to free and trial users. However, because the services you have access to are different from licensed users, your Customer Success Hub will differ from what was shown on this page.

Free and trial users do not have access to the Program & Strategy Enablement page. Instead, they will only see a links to manage their accounts, report a technical issue, or contact Qualtrics Support.

For more on the limitations of these accounts, see either Free Accounts or Strategic Research Trial.

Downloading Security Documentation

You can download Qualtrics security documents and certifications directly from the Customer Success Hub. These documents contain information about Qualtrics security, privacy, and compliance.

Once logged in, click the Access Security Documentation tile.
Click Download Security Documentation. This will download a .zip folder to your computer.
Once the download is complete, unzip the folder to access your security documents. Each document will be its own file in the folder. Note that free accounts have access to a limited set of documents.

Troubleshooting Issues in the Customer Success Hub

Issues logging into your Customer Success Hub or submitting a support ticket can be caused by a number of things, including browser errors, internet connectivity, session timeouts, or internal Qualtrics errors.

Common troubleshooting steps

If you are encountering issues accessing your portal or submitting a support ticket, here are a few steps you can take to troubleshoot:

The Customer Success Hub will automatically log you out after an hour of inactivity, which helps make your account more secure. Log out of the portal completely and sign in again at https://support-portal.qualtrics.com/
Clear your browser cache and cookies.
Try again in an incognito window.
Try again on a different browser.
Try on another device, such as your phone.

If after trying these steps you are still unable to login to your portal, you can go to https://support-portal.qualtrics.com/ and select Can’t log in or don’t have an account? to be taken to a limited Customer Success Hub. From here, you will be able to receive assistance via phone or email to report issues with your Customer Success Hub.

Attention: If you cannot log into your Customer Success Hub, Qualtrics Support will only be able to help you with login issues or account creation issues.

If you are able to log into your account but are having trouble with the Customer Success Hub, it may be due to your organization’s SSO configuration. See Logging into Your Customer Success Hub with SSO.

Can log in, but cannot use the portal

If you are able to log in but unable to submit a support request through your desired contact method, please try another contact method. If the issue is urgent and you are unable to submit a phone request, we recommend:

Using chat support to flag the issue with our team for immediate investigation. Ensure you choose Survey Platform as your product area.
If chat is unavailable, you can contact support via phone by logging out of your portal and choosing Can’t log in or don’t have an account? on the login screen.

Contacting support about Customer Success Hub issues

When contacting support with issues related to your Customer Success Hub, it’s helpful to include the following details for our team to best support you:

Confirm the account being used to log into the Customer Success Hub Go to the My Information page, then take a screenshot of the username you see there.
Record a HAR file while replicating the issue to share with our support team.
Include information about the device, operating system, browser, and browser version you are using.